I can’t find my account but pay a subscription every month

Joan Pointer 0 Reputation points
2026-09-16T10:57:04.13+00:00

I pay over £10 every month to Microsoft. When I log in it looks like I don’t have a subscription. I’ve obviously logged using a different account but I don’t know what one. I need to cancel that subscription and get a new one. Hope do I do that?

Microsoft 365 and Office | Subscription, account, billing | For home | Other
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  1. AI answer

    2026-09-16T10:57:23.8266667+00:00
    1. Go to Services & subscriptions and sign in with each Microsoft personal account that might have been used for the purchase.
    2. Check the subscription entry:
      • If there is a Manage, Cancel, or Change payment option, that is the account billed by Microsoft.
      • If the subscription appears but management options are limited or missing, it may be managed by a third party such as Apple, Google Play, Amazon, or another retailer.
    3. If the subscription was bought from Microsoft, select Manage > Cancel and follow the on-screen steps.
      • If Turn on recurring billing appears instead of Manage, the subscription is already set to expire and no further cancellation is needed.
    4. If the subscription was bought through Apple, Google Play, Amazon, or another retailer, cancellation and refunds must be handled with that provider directly.
    5. If the charge is still not recognized, use the Manage your payments page to investigate the billing charge.
    6. If sign-in is the main problem, use the guided account help tool under Can’t sign in: Start.
    7. If still unresolved, contact Microsoft Support through Contact Microsoft Support.

    To get a new subscription, first cancel the old one on the correct account or through the original provider. Then purchase the new subscription on the Microsoft account intended for ongoing use.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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  2. Bence Weiszmann 1,730 Reputation points
    2026-09-16T11:17:41.28+00:00

    Dear @Joan Pointer

    You can use Microsoft's billing investigation tool to identify which account the charge is associated with:

    Once you find the account with the subscription, you can cancel it from Manage --> Cancel and then purchase a new subscription with the account you want to use.

    If you still can't identify the account, contact Microsoft Support.

    Best regards,
    Bence

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  3. DaveM121 932.4K Reputation points Independent Advisor
    2026-09-16T11:31:27.89+00:00

    1

    Using any Microsoft account you may have, try using the steps they provide on this link to find the Microsoft 365 subscription.

    https://support.microsoft.com/en-us/account-billing/how-to-investigate-a-billing-charge-from-microsoft-398c5328-364c-d5e4-ea8f-f5ad60562a93

    2

    If you are still unable to resolve this problem, this forum is just a user to user forum, no-one here has any account access, you will need to contact Microsoft Support directly, try using this method to contact their support.

    Go to this link: https://support.microsoft.com/contactus

    Select Microsoft 365

    Click 'Get Home Support'.

    In the box provided, type billing.

    Press Enter, then on the next page, scroll down and click 'Sign in to Contact Support'.

    Navigate to Microsoft 365 and Office - Manage my Subscription.

    Select the 'Chat with support agent in web browser' option

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